Customer Success Representative

2 weeks ago


St Catharines, Canada Intuitive Shipping Inc. Full time

Intuitive Shipping Inc. specializes in building eCommerce apps that let online retailers execute a strategic approach to shipping their products. From small businesses to the most recognizable brands, we've empowered thousands of entrepreneurs and online sellers worldwide to confidently sell to anyone in the world without losing money on shipping.

We've accomplished a lot in just a few years, and we're looking for a **Customer Success Representative** to grow our team.

Intuitive Shipping has a reputation for providing the highest level of support to our merchant partners. Our Customer Success Reps play a critical role in ensuring an efficient and successful onboarding journey for each of our customers, while establishing lasting, positive client relationships.

**To be considered for an interview, you must have**:

- Minimum 1 year of customer service or technical support experience
- Secondary school diploma or equivalent
- A strong desire to help others
- The ability to solve logic problems
- A hunger for knowledge - we are pioneers in an ever-evolving industry
- Excellent English oral and written communication skills
- Sense of humour and a tolerance for dad jokes - we work hard but have fun doing it.

**It would be beneficial if you have experience with**:

- Supporting clients and customers in a technology-based field like software, or similar technical industry
- Speaking with clients and walking them through troubleshooting steps in real time
- Communicating written solutions to complex problems clearly and succinctly
- MS Teams or similar online conferencing and screen-sharing software
- Screen recording software
- eCommerce platforms

**If selected for this role, some of your duties will include**:

- Developing a strong working knowledge of our Intuitive Shipping and Automate Shipping Profiles apps and understanding how they interact with supported e-commerce platforms.
- Gaining a general understanding of our e-commerce partners' platforms, with a specific focus on their shipping functionality.
- Answering troubleshooting questions, assisting with merchant onboarding, understanding merchant-defined logic, identifying setup concerns and suggesting best practices.
- Providing web conference demonstrations and real-time onboarding and technical assistance for the Intuitive Shipping app through screen-sharing.
- Creating brief walk-through videos with screen recording software.
- Sending follow-up messages to provide ongoing support, build relationships and request feedback.
- Laughing at the endless supply of jokes in our internal chats.

**Additional Information**:
Regular working hours are Monday-Friday, 9 AM to 5 PM EST, with some after-hours, weekend and statutory holiday hours required.

**Please note**:
**Job Types**: Full-time, Permanent

**Salary**: From $48,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Overtime pay

Application question(s):

- Do you enjoy solving logic problems?
- What interests you about Intuitive Shipping?

**Education**:

- Secondary School (required)

**Experience**:

- customer service: 1 year (required)

Work Location: Hybrid remote in St. Catharines, ON

Application deadline: 2023-02-24



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